You'll own run-and-improve outcomes measured through business-level agreements (BLAs) and experience measures (XLAs), orchestrate internal teams and third-party providers in a multi-vendor environment, chair governance and vendor performance rhythms, and engage credibly with CIOs, CISOs and operational leaders — translating service realities into clear risks, decisions and roadmaps.
Required Skills & Experience
- 10-15+ years' experience leading SIAM, ITSM or service operations within large, complex or regulated organisations.
- Demonstrated experience running client-embedded managed service operations, including Service Desk leadership and multi-vendor service integration.
- Proven experience engaging credibly with CIO, CISO, Operations and Risk leaders, including governance and assurance forums.
- Deep expertise across end-to-end ITSM process ownership — incident, request, problem, change, knowledge, configuration/CMDB and service level management.
- Strong operational discipline across service governance, problem management, major incident command and continual service improvement (CSI) — with proven ability to translate technical performance into business and experience outcomes (BLAs/XLAs).
- Working knowledge of SOCI obligations and critical infrastructure cyber expectations, with experience partnering with security, risk and compliance teams on audit-ready governance and control narratives.
- Experience with ITSM tooling (e.g. ServiceNow or equivalent) and service reporting/telemetry to drive evidence-based decisions.
